From the Publisher

Jay Goncalves

What readers say about the Book

The Gold Standard in Customer Success / Retention / LTV

If Hormozi claimed the throne on marketing/offer creation -- Jay just put himself on the same level when it comes to fulfillment, retention, and LTV (aka the less sexy, but ultimately no less important side of business growth).

Ryan

The Brain

Best Selling Author on Customer Success Psychology

Through behavioral change protocols, Jay has developed his own business to deliver high-quality health services to a few thousand people. As part of his business, he uses systems to provide high-quality coaching to more than 150 people at the same time. He can help your business do the same

Ben McLellan

What readers say about the Book

Great customer experience, how important is it?

This book was for me a deep dive that helped me fill so many gaps I have been missing even though I generally thought I was already fantastic at service delivery and fulfillment.

Chris

The Soul

Best Selling Author on Customer Success and Spirituality

Between his need to succeed in business and his desire to keep his family together, a rift was forming in Ben’s life. There was always a nagging feeling in the back of his mind to start his own business.

He got his start after selling his yoga and fitness studio. He became a part of Traffic and Funnels’ ClientKit program. Ben worked his way into a team that supported about 100 clients at a time.

Archetype: Doer

Tend to have outstanding performance and work ethics.

There are not enough Doers in the marketplace to sustain a business that wants to cross the chasm.

Doers benefit from Clarity and Direction.

Usually logical thinkers, but when uncertain, can become Controllers.

Archetype: Worrier

Craves novelty and gets a lot of hope from new shiny things.

Leads his life on quick bursts of excitement.

Has a craving for attention and neediness.

Typically has a lot of questions.

Gets easily overwhelmed.

Archetype: Controller

Can get obsessive with results.

The massive urge to feel in control

typically has trust issues.

Assertive communication is key.

Archetype: Follower

One of a kind for all the archetypes.

Super complacent and accepts being average.

Typically nice people to chat with.

Wants to feel seen and heard.

Needs to get in action or it’s an ever-ending plateau story.

Don’t miss out on the Customer Success train, or your business can suffer.

Since 2020 we (Ethical Scaling) have consulted with more than a hundred different businesses on how to scale their online services and have helped our clients create great client experiences across these industries: Coaches & Consultants, Digital Agencies, Saas products, E-commerce, Brick and mortar, and Startup Incubators.

We helped them install a Fulfillment Funnel so that their clients stayed 4x longer, allowing them to 3-4x their lifetime client value while having lots of fun.